Job Overview:
We are seeking a highly skilled and dynamic Lead - Account Manager to oversee and ensure the smooth delivery of projects across our Departments (UX/UI Design, Tech & Digital Marketing). This role requires managing a team of Account Managers and Project Managers, handling all client escalations, and ensuring seamless inter and intra-team communication. The Lead - Account Manager will play a critical role in driving efficiency, meeting deadlines, and maintaining client satisfaction.
Key Responsibilities:1. Project Delivery Management
- Oversee project delivery across all Departments to ensure on-time, high-quality outcomes.
- Monitor progress and address potential roadblocks proactively.
- Develop and implement processes to optimize delivery timelines and quality.
2. Team Management
- Act as the reporting manager for all Account Managers and Project Managers.
- Conduct regular team reviews to evaluate performance and provide constructive feedback.
- Facilitate collaboration across teams to align goals and priorities.
3. Client Escalation Management
- Serve as the first point of contact for client escalations.
- Resolve issues swiftly and effectively, ensuring client satisfaction and retention.
- Establish protocols to minimize future escalations and improve service levels.
4. Communication and Coordination
- Manage inter and intra-team communication for seamless operations.
- Act as a bridge between creative, technical, marketing and account teams to ensure alignment.
- Host regular status update meetings and share insights with leadership.
5. Reporting and Analysis
- Provide detailed project status reports to leadership, including risks and opportunities.
- Analyze delivery metrics and recommend improvements for efficiency.
Key Performance Indicators (KPIs):
- On-time project delivery percentage.
- Reduction in client escalations.
- Team productivity and performance metrics.
- Client satisfaction and retention rates.
- Process improvement implementation rate.
Qualifications and Skills:
- Experience: Minimum 6-8 years in project delivery or operations management, preferably in IT services, digital marketing, or design agencies.
- Leadership Skills: Proven ability to lead and motivate teams effectively.
- Client Management: Expertise in handling escalations and building strong client relationships.
- Process Orientation: Strong understanding of delivery processes and project management tools (e.g., Jira, Trello, Slack, Zoho Projects, etc).
- Communication: Excellent verbal and written communication skills.
- Problem-Solving: Ability to make quick decisions under pressure while balancing multiple priorities.
What We Offer:
- A collaborative work environment with opportunities for growth.
- Competitive salary and performance-based incentives.
- Opportunity to work with a dynamic team across creative and technical domains.
